In my previous post, I had posted a link of Dr. Julian Birkinshaw's interesting short video presentation as Professor of Strategy and Entrepreneurships at LSE.
In his lecture, Dr. Birkinshaw talked about 'Good Management' listing the attributes of good managers and giving an outlook at how good managers should behave with fellow colleagues, but mostly with subordinates as employees in a work environment.
He referred to the Marketing Management system and style adopted by marketeers when trying to define what 'Good Management' is.
He said:
“Like Marketing, it is seeing the world through the eyes of your customers. Understanding the world through their point of views.”
In his lecture, Dr. Birkinshaw talked about 'Good Management' listing the attributes of good managers and giving an outlook at how good managers should behave with fellow colleagues, but mostly with subordinates as employees in a work environment.
He referred to the Marketing Management system and style adopted by marketeers when trying to define what 'Good Management' is.
He said:
“Like Marketing, it is seeing the world through the eyes of your customers. Understanding the world through their point of views.”
This observation actually took me back nearly 20 years ago, when I
had just started working within the insurance and financial services. Like most
offices, our work was buzzing with people of different titles and different
departments, each hurrying, busy crossing paths, at times in quite a frenzy, to
get the deal, close the case, work in teams to provide the best possible impressions,
along all the necessary assurances in good services and follow-ups. These needed
trust to secure the unseen future. Our clients were confident we will not let
them down, and we tried our best not too!
We managed their expectations, and we based these on the truth and
the facts. We used to follow with them a system of accurate reporting called,
our ‘Fact-Finding Reports’. These were great opportunities to get to know our
clients, and to realize the importance of remaining true in our accounts. These
reporting took the form of friendly get together, where we had informal chats
and got to be close enough to talk freely about the important things in their
life, their family and friends; their work and colleagues; their hobbies,
health and lifestyle.
We got to know how they feel, understood what mattered to them, and
agreed on the need for mutual trust and understanding. We ensured the right
communications were being exchanged, along clear and honest understanding of
what is at stake for them as much as for us.
We were all in the same boat, we both knew the benefits and
advantages, but also realized the risks taken and possible losses incurred as
per the nature of the business. We were representing a reputable, well-managed
company; yet the risks of drowning, no matter how slim, were very real indeed,
as much for them as it was for us!
However, we were very well equipped. Being well trained and following
on the right protocols and directions were paramount! These were given from
senior management across borders and all branches. We not only understood the
need to comply, we also shared these with our clients. We needed their
cooperation and understanding, even more so for healthy ongoing and successful long-term
business relationships.
Many ended up being long trusted good friends.
These are the numerous good customers, treasured clients, important
people in their own rights, who we strived to support, serve well, and be
there, ready and steady when needed.
Like myself, many have moved on, travelled to different countries,
worked in different jobs. Many have completely changed their lifestyle, work and health
circumstances.
We might be far and distant… but many remain still in our heartsJ
No comments:
Post a Comment